Customer Complaints Data

January - June 2013

Lloyds Banking Group made a public commitment at the beginning of the year to reduce complaints on our journey to become the best bank for customers. In the first half of 2013, we delivered a 36% reduction in total FCA reportable complaints compared to the same period last year.

The Group’s reportable FCA banking complaints over this period have fallen from 1.1 complaints per 1,000 accounts to 1.0. This indicates that the Group has achieved its target of reducing complaints per 1,000 accounts to 1.0 by the end of 2013.

Reportable FCA banking complaints have reduced by 30% year on year, falling to 67,514 in the first half of 2013 from 96,276 received in the same period last year.

The Financial Ombudsman Service has not yet announced the industry results for the first half of 2013. These figures will be published on this site when they are available. However, we do know that the number of complaints that our customers are taking to the FOS are reducing, and that the FOS are agreeing with 3 out of 4 of our decisions on cases that are referred to them.

PPI complaints now account for a smaller proportion of all complaints received by the Group. In the second half of 2012, PPI complaints accounted for 86% of all complaints. That now stands at 81%, with 283,255 fewer PPI complaints received in the first half of 2013 compared to the same period in 2012. We are working closely with industry regulators to ensure our customers get the right outcome and this legacy issue is closed out satisfactorily.

In the first half of 2013, we have improved our customers’ view of complaint handling by over 15 points in our branches. This is measured by the Net Promoter Score, the industry-wide metric that rates the likelihood of customers recommending us to others.

“We continue to listen to our customer's feedback and have focussed on removing the causes of customer complaints and improving their experience. We have made great progress in reducing complaints but will continue to challenge ourselves to do more in order to achieve our goal of becoming the best bank for customers"says Martin Dodd, Customer Services Director.

Putting Customers First

As part of our strategy to become the best bank for customers, we are continually listening to customer’s feedback to improve their banking experience. In addition, through ongoing Root Cause Analysis and Simplification activity, we continue to address the root causes of customer complaints and improve the supporting complaints processes.

We have launched a new online complaint form on our Lloyds TSB, Halifax and Bank of Scotland websites to enable our customers to give us feedback easily.

Our 24/7 Phone a Friend teams continue to support our branch and telephony colleagues in resolving customer complaints around the clock.

We have removed the requirement to have to visit a branch to amend a savings account from sole to joint. Customers can now do this over the phone in 10 minutes rather than a 30-40 minute branch appointment.

Changes to customers’ pending funds information has enabled telephone banking advisors to provide a much clearer breakdown of current account transactions to customers, resulting in a reduction of approximately 2,500 complaints per month.

We will continue to focus on listening to our customers and removing the cause of their complaints. Our success is a critical component in the Group achieving its vision of becoming the best bank for customers and our focus remains to do the right thing for our customers.

More information…

To help you interpret the information we have provided a glossary of terms which explains key references in the publication reports.

The Financial Ombudsman Service publishes separate complaints data on the number of complaints referred to it by individual firms.

To view complaints information for any firm of Lloyds Banking Group reporting more than 500 reportable complaints in the previous six month reporting period you can click on the links below each of the brands.

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Lloyds Bank plc and Bank of Scotland plc (members of Lloyds Banking Group), are authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Authorisation can be checked on the Financial Services Register at: www.fca.org.uk